Service Delivery Manager
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Job Description
Service Delivery Manager leading technology project and program delivery at New Era Technology. Overseeing teams, customer satisfaction, financial performance, risks, and operational quality.
Responsibilities:
- Lead and manage a team responsible for project and/or program delivery
- Provide coaching, mentoring, performance management, and professional development opportunities for assigned team members
- Maintain accountability for project delivery performance, customer satisfaction, schedule adherence, and financial outcomes across the assigned portfolio
- Drive consistency in project execution, documentation, communications, and reporting standards
- Partner with internal stakeholders, vendors, and customer stakeholders to ensure successful project delivery
- Monitor portfolio health through review of project schedules, risks, issues, dependencies, budgets, and resource utilization
- Support forecasting, workload balancing, and resource planning activities across the program
- Identify and mitigate delivery risks while ensuring timely escalation of critical issues
- Ensure compliance with established project governance, quality standards, contractual requirements, and company policies
- Develop and implement process improvements to increase efficiency, quality, and customer satisfaction
- Review project metrics and key performance indicators to identify trends, opportunities, and corrective actions
- Support continuous improvement initiatives, lessons learned activities, and operational best practices
- Collaborate with leadership on strategic planning, staffing requirements, and program expansion initiatives
- Assist with onboarding, training, and development of new employees
- Serve as the primary leadership point of contact for assigned customers, internal stakeholders, and delivery teams
- Ensure projects are delivered according to contractual commitments and organizational standards
Requirements:
- Bachelor's Degree or equivalent work experience
- Minimum 5 years of experience managing projects, programs, or service delivery operations
- Minimum 3 years of leadership experience managing project delivery personnel
- Experience supporting large-scale enterprise customer programs
- Experience managing project financials, forecasting, budgeting, and resource planning
- Proficiency with Microsoft 365 applications and project management tools
- Strong leadership and people management skills
- Advanced stakeholder and customer relationship management capabilities
- Excellent verbal, written, and presentation communication skills
- Strong organizational and portfolio management abilities
- Ability to effectively prioritize work across multiple projects, programs, and resources
- Strong analytical, problem-solving, and decision-making skills
- Financial management, budgeting, and forecasting experience
- Risk management and escalation management expertise
- Ability to lead through change and drive continuous improvement initiatives
- High attention to detail with strong quality management focus
- Working knowledge of structured cabling, networking, physical security, and technology deployment projects preferred
- English language skills
- Ability to perform essential functions with or without reasonable accommodation
- Ability to use computers and office equipment, communicate effectively, and view/read computer screens and printed materials
Benefits:
- Full Benefits
- Medical
- Dental
- Vision
- 401(k) match
- Flexible Time Off (FTO)
- Continuous training
- Personal and professional development opportunities
- Travel expectations up to 20%
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